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Sending Guests Messages through the Extranet Messaging Portal

Just thought we would share an experience that happened to us very recently.  We have been using Booking.com for nearly a year now and have had many bookings, but every now and then we would receive a phone call from an upcoming guest asking for all the details we provide through the messaging portal on the extranet.

We have spent a good length of time, like most of you know doubt setting up templates for each of our properties, one to say hi and thank you for booking and please check back nearer to your stay for another message (template) which will then give directions, lots of information about the property, door codes, contact numbers and so on.

While we were out and about a guest has called us to ask for all the information that we know we have already sent via the extranet portal.  Being in a situation with no access to booking information, we informed the guest to log back into their booking.com account and all the information has been provided, the guest then insists they do not have the information never received it, gets very angry and puts the phone down.

When we finally catch up with the guest who is now standing outside of the apartment very frustrated and upset, they show us what they have received, and they are correct, not a single message from the portal has been sent to them.

It turns out that if they book through Booking.com but decide they do not want to set up and account they don't have to, which then means they have no access to the portal messaging.

We have now taken measures to make sure all our guests receive a message through the portal, via email and by text if they have supplied a mobile number.  Having to do all these extra things to make sure our guests are happy and not giving terrible reviews somehow makes the messaging portal seem a little pointless !  We can not set up a code which is sent out by Booking.com as the door codes are constantly changing.

Hopefully this will be of some help to anyone who has been experiencing the same thing, and Booking.com can find a way to make sure the messages get through.  We are now waiting for the bad review score to come and will have to find a way to rebuild our review rating as quickly as we can, very frustrating ....

4 Replies

1
Laurajean1949

We have experienced repeated problems with guests saying they don't have the information we have sent them. Thanks for the tip on used text messages.

1 year ago
1
Rina

I've learnt that Bookin.com emails to guests sometime end up in spam folders. Sending info via the portal as well as text messages is the route I go now.

1 year ago
1
Rina

Yes it is the email you send to the guest using the address with booking.com domain. I find guests want to get their booking info with the least hassle possible. Text messages are most user friendly and guests appreciate it.

1 year ago
1
Lcmor1000

I have just had this happen with a guest who said they had never received the check in info I sent via the portal. The portal shows the message as delivered. My check-in instructions are too long to send via text as I have different options for day and evening check ins. I will now make sure I text all future guests and ask for their real email address to send the info on to. However that's more admin and time. I have messaged booking.com for an explanation and will also now ask if this particular guest was registered with the site or not. If not and that is why they did not receive the message, I will also be asking booking.com if they can set up an autoresponder message to hosts advising them that their message will not reach the guest for this reason. However from other posters it sounds as if the messaging portal is quite unreliable. I'm not happy that I'll probably get a bad review as a result when all of the info was sent in good faith.

11 months ago